Director, Customer Experience

McCrometer • Hemet, CA

1d • Onsite

About The Position

Imagine yourself… Doing meaningful work that makes an everyday impact on the world around you. Owning your ambition and fueling your career growth. Thriving in a supportive team environment that inspires you to strive for excellence. It’s possible with a role at McCrometer ( www.mccrometer.com ) . McCrometer, a Veralto company, is a global leader in flow instrumentation. We design, develop, and manufacture world-class flow measurement equipment, for far-reaching impact: Our products are used in the oil and gas industry, agriculture and irrigation, water and wastewater systems management, and industrial processes. Behind McCrometer’s innovations is a top-notch team with deep expertise in flow physics and real-world operating dynamics. When you join our team and the broader Veralto network, you’ll work with products at the forefront of flow technologies that make an everyday impact on resources we all rely on—and along the way, you’ll make a powerful investment in your growth through challenging, meaningful work and dedicated opportunities for career development. Learn more about McCrometer here: https://youtu.be/cQbgDXSU5zM?si=wTL9eeeTSVJJqleR We offer: Permissive Paid Time Off Health, dental, vision and 401(k) with match starting Day 1! Powerful team looking forward to working with you Professional onboarding and training, with a culture invested in your development About the role: Join McCrometer as our Director of Customer Experience and lead the charge in creating positive, seamless, and consistent customer journeys! In this pivotal role, you’ll oversee Customer Service, Order Entry, Technical Support, Field Service, and Service Administration, collaborating across departments to leverage best practices. We will rely on you to develop and foster a high-performing team that drives profitable outcomes and elevates the customer experience at every touchpoint. If you’re passionate about shaping strategy, building strong relationships, and making a measurable impact, this is your opportunity to lead McCrometer’s commitment to customer success. This position reports to the President of McCrometer as part of the leadership team and will be onsite 3-4 days in Hemet CA.

Requirements

• Bachelor’s degree in Business, Operations, or related field; MBA preferred.
• 10+ years of experience in customer-facing leadership roles, with proven success in leading and driving accountability across multi-functional teams, dispersed teams
• Proven track record implementing CX frameworks, process optimization, and digital tools (eg: Salesforce, Esker, Oracle Fusion)
• Demonstrated success defining a clear vision, building a roadmap, and executing initiatives with measurable results driving continuous improvement at every stage
• Strong financial acumen and prior experience managing a departmental budget
• Ability to travel 25% domestically

Responsibilities

• Strategic Leadership: Define and execute a unified Customer Experience strategy aligned with organizational goals. Set performance metrics and drive continuous improvement across all customer-facing functions. Cultivates teamwork and models a positive, supportive attitude towards others.
• Customer Service & Order Entry: Ensure accurate, timely order processing and resolve discrepancies. Improve response times, digital adoption, and communication standards.
• Technical Support: Lead teams to deliver expert troubleshooting and escalation management. Implement knowledge-sharing and training programs to boost technical competency.
• Field Service: Oversee installation, maintenance, and repair operations with strict safety and quality compliance. Optimize scheduling and resource allocation for efficiency.
• Cross-Functional Collaboration: Partner with Sales, Marketing, Operations, and Finance to deliver a holistic customer experience. Promote a service culture that creates meaningful customer touchpoints.
• Operational Excellence: Manage CX budget, control costs, and support continuous improvement initiatives. Ensure compliance with safety regulations and company policies.

Benefits

• Permissive Paid Time Off
• Health, dental, vision and 401(k) with match starting Day 1!
• Powerful team looking forward to working with you
• Professional onboarding and training, with a culture invested in your development

What This Job Offers

• Job Type: Full-time
• Career Level: Director